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Adding Customer Complaints and Comments
Who is this article for?Users who want to log new complaints or comments.
Manufacturer Userpermissions are required.
Customer Complaints have separate forms to log complaints and positive feedback you receive from your customers to help track how your products are performing. This article will walk you through how to submit both.
1. Adding Complaints
Complaints are reports from customers who were unsatisfied with a product they've purchased.
To add a complaint:
- Expand the Customer Complaints menu.
- Click Add Customer Complaints/Comments.
- Select Add Customer Complaint.
You will be taken to a separate screen where you will detail, categorise, and investigate the complaint across the listed sections.
Complaint Details
This section is where you select the product the complaint is about and enter the contact details for the customer who is raising it.
To complete it, make sure all mandatory fields (marked with *) are filled out.
Allocation
This section is where you determine which site is responsible for the product that the complaint is about. It will only list the sites associated with the product.
To complete it, select the Site the product came from.
Refund and Internal Costs
This section is where you create the voucher the customer will be given if the complaint is deemed valid following an investigation.
To complete it:
- Enter a Voucher Code.
- Define the Voucher Amount.
- Click Confirm Voucher(s).
You can add more than one voucher by clicking Add More.
Categorisation
This section is where you can classify the complaint.
To complete it:
- Select the Complaint Category.
- Choose a Complaint Sub-Category.
This will automatically determine the Severity. - Adjust the Severity level if needed.
Customisable Field
This section is where the fields you have created yourself will be listed.
To complete it, answer the questions you previously defined.
Investigation
This section will remain inactive until the complaint is submitted.
Review Investigations
This section will remain inactive until the complaint is submitted.
Corrective Actions
This section will remain inactive until the complaint is submitted.
Communications
This section lets you add attachments related to the complaint, like images of receipts or the product.
To add an attachment:
- Choose the Attachment Type from the dropdown.
Select Sensitive if the file contains personal information. - Choose File to open file explorer.
- Select the file you want to upload.
- Click Open.
- Add a Comment to describe what the attachment contains.
- Click Update.
2. Adding Comments
Comments are feedback from customers who were pleased with a product they've purchased.
To add a comment:
- Expand the Customer Complaints menu.
- Click Add Customer Complaints/Comments.
- Select Add Positive Comment.
You will be taken to a separate screen where you will detail the comment across the listed sections.
Comment Details
This section is where you select the product the comment is about and enter the contact details for the customer who is providing the feedback.
To complete it, make sure all mandatory fields (marked with *) are filled out.
There are also some optional fields where you can narrow down the product down to the batch code, quantity, and location it was purchased at.
Allocation
This section is where you determine which site is responsible for the product that the comment is about. It will only list the sites associated with the product.
To complete it, select the Site the product came from.
Communications
This section lets you add attachments related to the comment, like images of the product.
To add an attachment:
- Choose File to open file explorer.
- Select the file you want to upload.
- Click Open.
- Repeat for any additional files.
- Add a Comment to describe what the attachments contain.
- Click Update.